What effort do you need to make?

Quality Assurance / Customer Satisfaction / Complaint Management

• Oversee service quality of Operation Team to ensure customer SLA is met
• In charge of complaint management to ensure each client complaint is Investigated, analysed & properly resolved on a timely manner
• Drive action plan to ensure continuous improvement in service level
• Manage call/case assessment objectively by regular call monitoring to evaluate frontline performance in terms of telephone manner, customer handling skill and product knowledge
• Assist Department Head to develop and implement quality assurance / customer satisfaction policies and procedures
• Deploy both Local & Global Quality Programs and initiatives
• Handle ad-hoc task as assigned

Training

• Build a holistic training plan and conduct training for Operations team to ensure performance is up to Company standard
• Coordinate with internal stakeholders to provide service quality coaching, design and conduct continuous improvement trainings to uplift service quality to meet Company’s standard
• Collaborate with Sales team to deliver program training to clients and business partners
• Handle ad-hoc tasks as assigned

Let’s check if you are…

• Bachelor’s degree holder with minimum 8 years of solid experience in quality assurance / training & coaching field
• Six Sigma qualified and ISO 9001 trained
• Experience in designing and facilitating service-related training programs in customer care centre preferred
• Ability to work on multiple projects simultaneously and manage competing priorities
• Certified TTT and Cross-functional working experience and collaboration are preferred
• Service-oriented, customer focused, self-motivated, patient and responsible
• Proficiency in MS office
• Good spoken and writing in both English, Cantonese and Putonghua

Interested parties please send resume indicating current, expected salary and availability to HR Department by clicking "Apply Now".

Only shortlisted candidates will be notified. All data collected will be treated in strict confidentiality and used for recruitment purpose only. Personal data of unsuccessful applicants will be destroyed within 6 months from the date of receipt.